手机APP下载

您现在的位置: 首页 > 英语口语 > 商务职场口语 > 原汁原味商务英语播客 > 正文

原汁原味商务英语播客 第41课:处理客户的抱怨(1)

来源:商务英语播客 编辑:beck   可可英语APP下载 |  可可官方微信:ikekenet
  下载MP3到电脑  [F8键暂停/播放]   批量下载MP3到手机
加载中..

Good customer service is essential to success in any industry, but it is particularly important in the service and hospitality sector. “Hospitality” means treating guests well; and here, we’re talking specifically about hotels. Because service is so vital to hospitality, hotels are a good place to look for excellent service practices.
好的客户服务在任何行业中都是取得成功的必要因素,尤其是在服务和招待部门更加重要。“招待”也就是要款待好顾客,此处我们要特别谈到旅馆。因为服务对于“招待”行业十分重要,旅馆是寻找优质服务的好地方。

So today we’ll be listening in on a phone call from an angry customer at the Majestic, a five-star hotel in Shanghai. By listening to a bad example and a good example of service practice, we’ll be studying skills that are useful in any industry, no matter whether you are dealing with internal or external customers.
所以今天我们听下来自一位在上海五星级酒店Majestic愤怒乘客的抱怨电话。通过服务行业中一个好的例子和坏的例子,我们要学习在很多行业中有用的技巧,无论你是处理内部顾客的抱怨还是外来顾客的抱怨。

We’ll see that a very important part of handling angry customers is showing empathy: Empathy is similar to sympathy – it means showing that you understand the customer’s pain.
今天来看下处理愤怒顾客的重要部分:表示同感。同感类似于同情——那意味着对顾客的不满表示理解。

Listening Questions:

Bad Example:
1) How does the customer, Steve, learn the service associate’s name?
2) What is Steve’s problem?
3) How could Jenna have handled the complaint better?

Good Example:
1) When Steve says, “I’m at the end of my rope,” what does he mean?
2) What does Sandy do to calm Steve down?

重点单词   查看全部解释    
vital ['vaitl]

想一想再看

adj. 至关重要的,生死攸关的,有活力的,致命的

联想记忆
majestic [mə'dʒestik]

想一想再看

adj. 宏伟的,高贵的,壮丽的

 
understand [.ʌndə'stænd]

想一想再看

vt. 理解,懂,听说,获悉,将 ... 理解为,认为<

 
empathy ['empəθi]

想一想再看

n. 移情作用,共鸣,执着投入

联想记忆
sandy ['sændi]

想一想再看

adj. 沙,含沙的,沙色的,不稳固的 Sandy n.

 
hospitality [.hɔspi'tæliti]

想一想再看

n. 好客,殷勤,酒店管理

联想记忆
external [ik'stə:nl]

想一想再看

adj. 外部的,外面的,外来的,表面的
n.

 
dealing ['di:liŋ]

想一想再看

n. 经营方法,行为态度
(复数)dealin

 
sympathy ['simpəθi]

想一想再看

n. 同情,同情心,同感,赞同,慰问

联想记忆
associate [ə'səuʃieit]

想一想再看

n. 同伴,伙伴,合伙人
n. 准学士学位获得

联想记忆


关键字:

发布评论我来说2句

    最新文章

    可可英语官方微信(微信号:ikekenet)

    每天向大家推送短小精悍的英语学习资料.

    添加方式1.扫描上方可可官方微信二维码。
    添加方式2.搜索微信号ikekenet添加即可。